Client Success Manager

About the role

Madhive is the leading independent and fully customizable operating system built to help local media professionals build profitable, differentiated, and efficient businesses. Madhive empowers sales teams to extend their reach into streaming and connects local advertisers with the communities they serve. Madhive’s platform provides the unique ability to reach local audiences at national scale, with premium supply partnerships and end-to-end tools for planning, targeting, and measuring full-funnel campaign outcomes. Powering campaigns for over 30,000 small and medium businesses per day, Madhive is driving the evolution of local media. Madhive is currently seeking a Client Success Manager to join its growing team based out of NYC. This is an incredibly exciting time to join the Client Success Team at Madhive. We’re partnering with our Media, Agency, and Brand direct clients to create and scale the best in class, TV-first solutions in the market. The Client Success team is directly responsible for the company’s retention revenue and growth goals.

Responsibilities

• Truly own and drive retention and growth for your book of business
• Serve as a trusted partner for customers by understanding their business challenges and connecting product solutions to their needs
• Own the customer journey from onboarding to renewal
• Drive existing customer net revenue retention and increased adoption and improve customer health
• Work cross functionally to advocate for a customer first mindset across all business decisions
• Maintain varying sized clients and books of business focused on growing and retaining clients to drive revenue and ensure customer satisfaction
• Serve as the escalation point for assigned clients to resolve questions
• Monitor campaign performance and enable optimizations to meet metrics for delivery and KPIs
• Continual education on capabilities and reporting on deeper applications of products, operations, processes, and self-service offerings
• Ensuring that you are driving value by analyzing customer performance, industry & vertical trends, and projections in order to best support your client
• Prepare for and lead Executive Business Reviews

Requirements

• Bachelor’s Degree in Marketing, Advertising, Business or Stats preferred
• 4+ years of experience in a similar Client Services role
• Strong communication skills, working with key stakeholders internally and externally
• Data-savvy with strong excel skills, comfortable converting data into actionable items for specific tasks or broader narratives to tell a story
• Experience working cross functionally with other departments
• Ability to project manage, prioritize and articulate issues to management when they arise
• Experience managing, troubleshooting and optimizing platform-based media campaigns in DSPs, Social Platforms or SEM Bid Managers
• Ad Operation Experience preferred
• Takes an innovative approach to problem solving

Pay

The approximate compensation range for this position is $76,000-$95,000. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team.